notification for email to case using salesforce for outlook

Question

When we're adding case to salesforce using outlook tool and it's creating case perfectly to the queue but it is not giving/prompting any email notification when case is being added using same configuration.

Here's some points I've figured out:

• Email notification setting is set to send email when it hits assignment rule.
• Outlook configuration doesn't allow to save settings without assigning user/queue as case owner.
• Regardless of case record type, if case owner is already assigned, it won't assign case owner again.

Is there any work around to notify queue on case arrival using salesforce for outlook configuration without using custom trigger?

Answer 1

This doesn't help much, but on the Case Page Layout you can add the (via Layout Properties) the 2 checkboxes that are Run Assignment Rules and Notify Owner. So the user adds the case via Outlook and THEN has to navigate to the case and check these checkboxes to "re-assign" the case (owner may not change, but assignment rules should run).

It's extra work for your users, but it should work.

Note that if you use a trigger you'll have to call an @future method because triggers are called before assignment rules and don't cause them to be fired. So you'll call an at @future method which has the Case Id passed to, using that you then use database.update(cases you've queried from case Id(s), dmlOptions) where the dmlOptions indicate to fire assignment rules and notify users.

Link to info on dmlOptions https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/langCon_apex_dml_database_dmloptions.htm